• Simply return the rug in “as purchased condition” within 48 hours of receiving the item for a refund. *Refunds for ‘change of mind’ attract a $50 re-stocking fee.
  • Some exclusions apply (eg. if it is a second or damaged rugs sold in ‘as is’ condition)
  • Must be returned with a valid Toowoomba Rugs online receipt.
  • Does not apply to cut lengths of hall runner or Custom Made Rugs.
  • Any freight costs to return are at customers expense



If for any reason, you are not happy with the product that you have purchased online, Toowoomba Rugs is happy to exchange the item/s or provide you with a credit note, providing that the product is returned to us undamaged and in its original condition within 14 days of receipt. If you let us know, and return to us within 48 hours of receiving the rug we will also offer a full refund. A return must be freighted back to the Toowoomba Rugs Store. Any cancellation of orders after shipment has occurred is considered a change of mind, and return freight are the responsibility of the customer.

Although not required, insurance can only be applied if arranged prior to purchasing. Please find your own insurance provider, as we are not able to provide for you.
If goods are faulty, wrongly described or different from a sample shown, you may choose between a refund, exchange or credit. Please see instructions below for Defective Items.

When it comes to returns or exchange, we operate a “fair and reasonable” policy. All items are thoroughly inspected for defects at our depot prior to shipping. You should contact us immediately on receipt of your parcel (within 2 days) if you believe there is an error and deem it necessary to return the item.

Toowoomba Rugs prides itself on providing quality products at very reasonable prices. All are inspected for quality; however, some slight imperfections may occur due to the manufacturing process.

*Original condition means unused, unmarked, not laundered or ‘cleaned’ and in suitable packaging for return.




Toowoombarugs.com.au have made every effort to present the images displayed on our website as close to the product colours as possible. The screen images of our products are intended as a guide only and not as an exact colour replica. The representation of rug colours displayed on our website are limited by technology and likely will vary due to screen and monitor settings, pixel definitions, digital photography, camera angles and lighting. For this reason, Toowoombarugs.com.au cannot guarantee that the rug image colour displayed on your particular monitor is an exact colour of the actual product. Please be aware of this when making your purchase. Whilst refunds may be made at the change of mind on colour as per our policy, Toowoombarugs.com.au will not be responsible for the representation of a colour on the website, and any return freight and restock fee will be the responsibility of the customer.




Kindly send an email to request a return authorization number (RAN); returns cannot be processed without this number. Defective items should be sent back to the specified address upon receiving the authorization number. To qualify for a replacement, items must be returned within seven days of the received date. Replacements will match the originally purchased item. If an item cannot be replaced, a full refund will be provided.




Please note that discontinued and Clearance items cannot be returned, as they are offered at a greatly reduced price and will not be restocked.




Complete the on-line Contact Form. A customer service representative will evaluate your return request, record all the necessary product return information and issue you with a Return Authorisation Number (RAN).  You must obtain a RAN number immediately so as to ensure that you are eligible for a replacement or refund.

Send your item to the return address provided. Please ensure that your RAN number is clearly displayed on the return packaging.

As soon as the return has been received, a replacement product will be shipped or re-ordered.




The return must be received by Toowoomba Rugs within (14) fourteen days of the RAN number being issued.

Replacement product will only be shipped after the faulty item has been received by Toowoomba Rugs.

All returns must have a RAN number.

Any item that is returned to Toowoomba Rugs without a RAN number will be returned to sender.

If you feel that your return falls outside of our policy, then you will need to complete the on-line Contact Form to confirm if your return can be accepted.



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